Macca’s becomes latest fast food giant to trial AI in drive-thru after scrapping initial rollout

McDonald’s Australia has started trialling an AI-powered drive thru at Schofields, Sydney, following in the footsteps of Hungry Jacks and KFC, where trials have been in place for several months.

This follows Macca’s scrapping its first AI trial in the US in 2024 after a series of glitches resulted in order details being scrambled, creating unusual combinations such as ice cream with bacon and butter packets instead of nuggets.

Australia is the second McDonald’s market globally to trial the fast food giant’s latest iteration of AI technology following a renewed trial in the US.

However, concerns have been raised that this new AI feature in drive thru will replace the chain’s staffers, known as “crew members”, many of whom are younger Australians just starting out in the workforce.

David McMullen, Chief Restaurant Officer of McDonald’s Australia, addressed this concern, saying the aim of the new technology is to “support crew, not replace”.

“Our crew are at the heart of the restaurant experience and do an incredible job every day creating the moments that keep our customers coming back to Macca’s,” McMullen said.

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“This trial is about understanding how technology can best support our crew and help them focus on delivering great experiences for our customers,” he continued, adding the aim is to “streamline parts of the ordering process.

“Our people remain at the centre of the customer experience, and technologies like this are designed to support crew, not replace the role they play in our restaurants. Customers can choose to speak with a crew member in Drive Thru if they prefer, and our team will always be available to assist when needed.”

McMullen said early feedback from the first test market has been “encouraging”.

“We’re looking forward to hearing directly from customers and crew as we continue to test, learn and use feedback to inform our next steps,” he added.

The trial will reportedly initially operate during specific parts of the day, with the franchise gathering feedback to “monitor performance and identify further opportunities to enhance the drive thru experience”.

Macca’s latest trial follows Hungry Jacks Australia, where AI drive thru technology is being tested at select locations, including St Peters in Sydney. Hungry Jacks’ AI agent is called ‘Jacki’.

Hungry Jack’s began its AI drive thru roll out in 2025, and they aren’t the only fast food brand trialling the technology.

KFC is also using AI in its drive thru, however it is only being used to facilitate card payments, not to take orders.